Outsourced Contact Center - Temporary Surge Support
Sources Sought from FEDERAL EMERGENCY MANAGEMENT AGENCY • HOMELAND SECURITY, DEPARTMENT OF. Place of performance: United States. Response deadline: Jan 28, 2026. Industry: NAICS 561422 • PSC R702.
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Point of Contact
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Description
https://api.sam.gov/prod/opportunities/v1/noticedesc?noticeid=e1340eb5287743df8bb9bdb3a7df5811
Files
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BidPulsar Analysis
A practical, capture-style breakdown of fit, requirements, risks, and next steps.
The FEMA is seeking sources for outsourced contact center services to provide temporary surge support. Respondents are expected to demonstrate capabilities and experience in managing high-volume contact center operations effectively, particularly in times of emergency.
FEMA aims to bolster its contact center capabilities during peak demand periods, likely in response to emergencies. This includes receiving calls, providing information, and managing inquiries from the public or government agencies.
- Assess current contact center capacity.
- Identify necessary surge resources and skill sets.
- Develop a strategic plan for temporary staffing.
- Establish processes for smooth operation during peak times.
- Create training programs for hired staff on emergency protocols.
- Company capability statement.
- Relevant past performance examples.
- Proposed approach for surge staffing.
- Team qualifications and training plans.
- Price estimate and cost model.
Source coverage notes
Some notices publish limited source detail. Confirm these points before final bid/no-bid decisions.
- Specific volume of expected calls during peak periods.
- Duration and frequency of surge periods expected.
- Detailed performance metrics FEMA requires for success.
- List of required technologies or softwares to integrate with.
- Exact terms of pricing structure preferred by FEMA.
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